Position PurposeOverall in charge of running and administration of the housekeeping departmental operations. To guarantee the highest standards of cleanliness and consistently upkeep exceptionally clean and well-maintained apartments, public areas and back of house spaces. Monitor and supervise the services and products provide by third parties service provider for in room cleaning, public area cleaning, waste management, pest control, botanic and landscaping. To consistently deliver efficient levels of service, whilst maintaining reasonable cost. Ensure the service provider are align and compliance the Resort SOPs, rectify rapidly to meet residences’ satisfactory. 总体负责客房部运营的运行和管理。 为了保证提供最高标准的服务,并始终保持清洁和维护良好的公寓,度假村公共区域和办公后区。 监督和检查第三方服务提供商在公寓清洁,公共区域保洁,废物管理,病虫害防治,植物花卉和园林绿化中提供的服务和产品。 在确保支出费用合理的同时,持续提供高效的服务。 确保服务提供商与度假村标准操作流程保持一致并合规,并根据住户的需求和更高的满意度来迅速调整及响应。 Roles & Responsibilities 角色 & 责任· Follow all resort policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. 遵守度假村的所有政策和工作程序。确保制服和个人仪容仪表专业且整洁,维护隐私-信息的机密性并保护公司资产。 · Interacting with and constantly creating Warmly, Friendly for our residents during each encounter. 在每一次相遇时,与居民保持互动并不断创造热情、友好的氛围。 · Managing the daily operations provided by third parties service provider for in room cleaning, public area cleaning, waste management, pest control, botanic and landscaping. 监督和检查第三方服务提供商在公寓清洁,公共区域保洁,废物管理,病虫害防治,植物花卉和园林绿化中提供的服务和产品。 · Leading Housekeeping training initiatives to ensure all training gaps are addressed and all staffs are professionally trained in a timely manner and their service level monitored. To pursue and leverage on staffs’ ideas drawn from local competitors to build on competency and ability to deliver modern service. 落实客房部培训计划,以确保消除所有培训空白,及时对所有客房部员工进行专业培训,并监督他们的服务水平。 追求并利用从本地竞争对手那里汲取的员工想法,以增强提供现代服务的能力和水平。 · Driving brand standards successfully to comply and excel in brand assurance. Ensure the sets are aligned and follow up the Internal Audit towards External audits. Ensure the local hygiene regulations are comply and rectify prompt base on the new requirement. 落实品牌标准的执行和更新,并且持续保证品牌质量。 · Work with EH&S team for report accidents, injuries, and unsafe work, ensure third parties labours have completed relevant safety training and certifications. 与EH&S部门协作确保事故、伤害和不安全的工作环境的汇报;并完成安全培训和认证。 · Follow through with Housekeeping training initiatives through pre-planned and periodical room inspections in accordance with brand specifications. 根据品牌标准,通过预先计划和定期的房间检查来确保品牌标准执行到位。 · Keeping immaculate cleanliness in apartment rooms and public area by tireless pursuit to operational excellence. 孜孜不倦地追求精益管理,从而保持公寓房间和公共区域的洁净度。 · Assisting Concierge to resolve customer complaints as appropriate to maintain a high level of customer satisfaction. 协助礼宾部处理客人投诉来保证高品质的客户满意度。 · Reviewing arrival information, liaison with Sales and Property management team to ensure a well prepared move in condition and meet other special request and follow up with relevant departments. 查阅居民抵达信息,与销售和物业管理部门合作来确保居民迁入时所有的特殊要求都已安排妥当。 · Being accountable for the Housekeeping’s yearly budgeted cost and expenses plan. To effectively identify the underpinning factors affecting departmental cash flow and profitability and able to curb unnecessary expenses through effectively managing inventories and costs. 负责客房部年度成本和支出预算的制定。有效规划部门采购可能导致的盈亏避免库存过多影响现金流。 · Fostering effective communication amongst all staffs within the Housekeeping department to ensure every member of the team has sufficient information and resources to meet the expectations from our guests. 在客房部所有员工之间加强有效的沟通,以确保团队中的每个成员都有足够的信息和资源来满足客人的期望。 · Review third parties service provider shift logs/daily memo books and document pertinent information in logbooks. 查看第三方服务提供商的交班本/备忘录,并在交班本里记录相关信息并跟进。 · Creating an environment that third parties’ labours are equal to Lendlease staffs that minimize the treatment gap and culture deviation. 创建一个公平公正的工作环境使第三方服务提供商的员工同联实员工团结紧密避免区别对待和文化目标背离。 Qualifications, Experience & Inherent Requirements 工作要求、经验、内在品质· 3 years of experience as managerial role preferably from hospitality hotels or service apartment, aged care, medical industry or Senior Living sectors. 3年以上酒店或公寓、养生养老、老年护理和医疗行业同等职位工作经验。 · Must be able to speak, read, write and understand Mandarin, preferred English or Shanghai dialect. 要求中文为母语,流利的英语和上海话及更佳。 · Proficiency in Microsoft Word, Excel and PowerPoint. 精通办公自动化软件。 · College or University Degree. Bachelor’s Degree in Hotel Management preferred. 大专或大学学位。优先考虑酒店管理专业。 · Must have a current, satisfactory Criminal Record Check. 必须具有无犯罪记录证明 · Strong organizational and operational skills. 有号召力并秉持公正稳固的管理能力。 · Creativity and innovation. 创造立及创新性· The compassion, positive, responsibility, a sense of humour, respect, positive, responsibility. 积极负责的工作态度,有同情心,富有幽默感、尊老爱幼。 · A passion for delivering exceptional levels of guest service. 具有对客人提供优质服务的激情和热情。· Good at Microsoft Word and Excel. 熟练使用Word和Excel文档编辑。 · Proficiency in PMS. 了解、使用PMS系统。